Operating Principles
01
Independence
We are independent of any single vendor. We recommend the right platform for your specific needs rather than the one with the highest margin, ensuring your technology stack is built for your business, not just the vendor's.
02
Accountability
We are commercially accountable at every stage of the journey. From initial assessment to final advocacy, we ensure every investment is tied to a clear, measurable commercial return and a defined path to success.
03
Practitioner Presence
We don't just provide a report; we are in the room. Our practitioners bring deep industry expertise and a hands-on approach to every engagement, bridging the gap between technology and your business reality.
The Visionary Behind CXaaS
Rachel Lane founded CXaaS with a singular focus: bridging the gap between technological potential and commercial reality. With over 20 years of leadership in the customer experience sector, Rachel has dedicated her career to ensuring that CX technology is not just implemented, but integrated into the core of business strategy. The birth of CXaiS is the latest iteration of our journey, as we enable our clients to stay ahead of experience management
Rachel brings a deep understanding of the end to end journeys that are being made possible for customers who expect frictionless, right first time service.
She is the architect of our independent philosophy, where we recommend the right service led journey first and then build the optimal platform design to facilitate that.
Her expertise spans from AI readiness assessments/Full value at stake programs to live agent deployment and continuous optimisation, ensuring that every engagement is commercially accountable. She leads our highly experienced consulting and advisory team with a practitioner-in-the-room approach, ensuring that technical complexity is always matched by clear, actionable commercial outcomes.